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Pure Romance

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Pure Romance's headquarters and its corporate-owned locations. To view all corporate locations, see

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Pure Romance has 6 locations, listed below.

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    Customer Complaints Summary

    • 17 total complaints in the last 3 years.
    • 6 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/03/2024

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a shave cream from the business and it says it was delivered, however, I never received it. I have left countless messages for the company to call me back, emails, and a direct message on their site, yet nobody has gotten back with me. The rep whose site I ordered from has also attempted to reach out to the company unsuccessfully. The tracking itself is sketchy as it shows days ago that the item was "awaiting acceptance" at one of the carrier facilities, yet somehow continues on to say it was delivered to me. It started off with UPS and then supposedly went USPS.

    • Initial Complaint

      Date:11/25/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing this over false advertisement per sale that is ran by a representative from this company. I will include the documents to support these claims. I made a report around a year ago that was unresolved over a very similar situation and again those representative went ahead and did it again, if $51 purchase that was made in cash over a Santa Cell resulted around $48 for shipping for taxes and for more fees, I do not understand how this company cannot do anything about it when their name is the one that is advertised and it is their product after reaching out to customer representative I was told that the person who is doing this Cell is a self marketing and other words, she can continue to do this and make false advertisements and occur all these fees and shipping fees without having to disclose anything. They actually thought this was genius of her however, I disagree and absolutely none of this was disclosed if you’re going to run a cell , shouldn’t you honor what your advertising the website itself offers free shipping over $25 so how does this representative get away with charging $25 per an order regardless of what it is for shipping that doesn’t add up again I will enclose all of documents to prove this there is also an open report with the Federal Trade Commission over how this person continues to run this business because around my area she is actually one of the only cells representatives for this company and goes out of her way to run others off her name is nicholette Anders

    • Initial Complaint

      Date:11/13/2024

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered product from Pure Romance via the web. The company claims it was delivered based on a tracking number. They provided a website. This website claims it is delivered. This was NOT delivered as someone has been at my home 24/7 a week. The “delivering agent” named as ****** does not allow you to speak to an individual, their website does not provide a case#. Upon initial contact via email with customer service at Pure Romance, their initial response was it shows delivered. I confirmed it wasn’t. They responded again via email with, check with your neighbors. All due diligence on my side was done. Please know the website claims to have delivered to my home address at 11:30 pm. Cameras do not show any parties at that time. Also no phone correspondence has been provided from shipper or the so called delivering agent. I most recently contacted Pure Rance advising them I had filed the case with ****** and have not received any response. Pure Romance via email (generic customer service has advised ) it’s out of their hands and told me to file a police report. I have asked for names, job positions and phone numbers. And am currently seeking. Support to trace IP addresses. There was over $200 in product that was NOT delivered.

    • Initial Complaint

      Date:10/08/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I received the Opening Act as a gift, I did use it a couple times, but not in water, but now it won't work even when it is fully charged. At first, it only worked while angling it at a certain direction, but now not at all. I does still charge, but doesn't vibrate. I tried to call the phone number listed, but it is always busy and I can't get through. The rep no longer works for the company and I was told there is nothing she can do. I would like a replacement for this item.

    • Initial Complaint

      Date:09/07/2024

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a product on August 14, 2024. *** lost my package in transit on August 17, 2024. I have tried multiple times to call and email Pue Romance, and no response. They tell me it is coming when *** has assured me it is lost in transit. I would like to file this complaint against Pure Romance in not helping either refund me my money or send me another package, not answering their customers is not good business.

    • Initial Complaint

      Date:08/27/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I contacted the corporate office after multiple attempts to reach out to the independent contractor and have got nothing in return I paid for my items over two months ago and have still yet to receive them. I asked to remain anonymous in my complaint to corporate and they refuse to do anything because I wish to remain anonymous. I have provided the same documentation as attached to them showing where I’ve tried to reach out and have paid for my items and nothing is being done. My total money I have lost out on is $212 plush shipping and taxes

    • Initial Complaint

      Date:03/14/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On February 29th when I placed my order I checked out through PayPal. I looked everywhere for a place to add the promo code to get my free item, but there wasn't a spot for it. Upon placing the order I immediately called customer service and there was no answer. I left a voicemail saying my concerns that I didn't not feel as though the promotional offer had been applied. No one ever called me back. I reached out to my rep and she tried following up to help me. We both received the same reply. They refused to honor their promotion and instead tried to get me to spend an additional $29 at which time.i could use another promo code to get the same item I had already earned for free. They wanted me to pay double for 1 free promotional item. I told them that an unacceptable solution. They replied pretty much blaming me for their issue. It wasn't my fault it took them 5 days from my original complaint to actually reply. I am willing to drop the unopened package off again the post office, but if that is what it comes to I want a full refund including the shipping cost because I made every attempt I could to try to cancel and reorder directly over the phone the same day and they didn't answer their phones or reply. In an ideal world I would just like them to honor their promotion and send out the free item. At this point, I have no desire to deal with a company that treats a loyal customer like this.

      Business Response

      Date: 03/21/2024

      Hi **********

      I wanted to follow up with your complaint. Please forgive us that the code: LEAP was not applied to your order. I will have this looking into for you on may end and will follow up with you with an email. If you would like to speak about this over the phone please feel free to reach out to me at *************. 

       

      Customer Answer

      Date: 03/27/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.  They refunded me in full for my purchase.

      Regards,

      ********* ******

    • Initial Complaint

      Date:03/05/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      JUNE OF 2023 I PLACED AN ORDER AND WAITED FOR MY MERCHANDISE. I CALLED IN JULY '23 AND WAS TOLD THAT I DID NOT HAVE A CONSULTANT SO I CAN'T PLACE AN ORDER. INSTEAD OF GETTING 1 TOTAL PAYMENT MY ACCOUNT HAD 2 PAYMENTS SENT TO IT. (WHY 2 PAYMENTS WHEN I DIDN'T SPLIT THEM WHEN I PAID FOR MY ITEMS)? I NOW CONTINUE GETTING TEXT MESSAGES ASKING ME TO BUY SOMETHING, I STILL HAVE NO CONSULTANT, SO WHY NOW? I ALSO PLACED AN ORDER YEARS AFTER WE HAD A PURE ROMANCE PARTY, I HAD NO CONSULTANT THEN EITHER. I STILL HAVE THE 10 PERCENT OFF CARD I WAS SENT FOR MY NEXT ORDER BUT I FORGOT TO USE IT LAST YEAR. I NEED TO KNOW WHAT IS GOING ON. I NEED YOU TO KNOW MY EMAIL ADDRESS DOES NOT WORK AT ALL. THANK YOU MRS MEE. SORRY I HAVE NO IDEA HOW TO UPLOAD THE LABEL ON THIS BOX FROM THE AERO FUFILLMENT CENTRE IN OHIO FROM THE VERY LAST ORDER I RECEIVED.

      Business Response

      Date: 03/21/2024

      Hi!

      I just wanted to recap our conversation on the phone. Mrs. ***** was under the assumption (told by a *** * **** *******) that she needed a consultant to purchase from. I explained that this is not the case and we had a lovely conversation on how we could best fix her challenge. Mrs. ***** has been taken care of and we should be good to go! Thank you Mrs. ***** for you time today!

       

       

    • Initial Complaint

      Date:12/20/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered flirt perfume last summer and I never got the perfume so I contacted customer service they kept saying they will send me a new one when it comes in stock we have been emailing back n forth the last correspondence I got from Lori C******* on November 17th assuring that she will be sending me the perfume then I checked in on December 4th to follow up I have not heard back. I am frustrated. I just want the perfume to be sent to me (what I paid for) I don't understand why its taking this long to full fill. I have been told 3 times that it would be in stock and sent to me but I am still waiting I want the perfume to be sent to me and another perfume for my Long wait.

      Business Response

      Date: 01/08/2024

      Hi ****,

      Please forgive me that the perfume has not yet been received. This item has been on backorder for over 8 months now. With that said the latest update that we have received is early February it should be in stock to ship out to you. If you would prefer a refund for the item please feel free to let us know and we would be more than happy to look further into this for you. I do hope to hear from you soon! If you need any further assistance please feel free to let me know.

       

    • Initial Complaint

      Date:11/22/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have called customer service several times on one of their host and her false advertisement and policies many of this will be included in the uploads. I have full belief that their representative is creating false advertisement along with fees that are not associated with any of the cost that come to mind. My calls are not returned or emails so far. This representive will have her sales that she calls them claiming items are on sale, however they are not or not without purchasing items first. Shipping cost occurs on each item when your finish a transaction you will be charged upwards of $20 more without tax. How can a bussiness charge this without showing a receipt or any details?

      Business Response

      Date: 01/08/2024

      Hi *****,

      Please forgive me that you have not hear back from the representative Nicolette. I would be more than happy to look further into this for you. Please feel free to email me directly at [email protected] and I would be more than happy to look into what may be honored to you. I do hope to hear from you soon! If you need any further assistance please feel free to let me know.

       

    Pure Romance is NOT a BBB Accredited Business.

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